NCP transforms customer experience through real-time data and insight

Preparing for the unexpected

On the surface it might seem that there wouldn’t be a correlation between an
airline and a car park services provider. But when you think about it, most of
the 110,000 people Monarch’s collapse left stranded abroad had parked their
cars at airports across the UK.

Respond quickly in a crisis

Previously, crisis moments were uncoordinated and reactive. NCP had limited
channels to monitor performance. Often, each customer contact was dealt
with in isolation, without shared information or resources. Now, with Liberty,
NCP has the luxury of real-time data management.

Improved Contact Centre Performance and Reduced Management Admin

Seeing the bigger picture

Real-time data has given NCP an insight into the root cause of problems. They are now able to understand why something is happening so they can resource and plan for it in the future – even if it’s just ten minutes away. Liberty has meant that managers are able to manage their teams and allocate resources much more effectively, helping them standardise practises, and analyse both individual and team performances. All of this has led to a huge increase in NCP’s ability to resolve each customer’s issue quickly, efficiently, and to everyone’s satisfaction.

Focus on First Contact Resolution

NCP had previously focused on how quickly issues were dealt with. But the data the system provided, showed that it was actually more efficient to resolve an issue to the customer’s satisfaction the first time, even if it took a little bit longer. Liberty and the data it provides has enabled NCP to shift focus and prioritise customer satisfaction – something that has always been at the heart of their offering.

"From a customer services perspective, the airline crisis was tough. But having full visibility of customer contact put us in a strong position. We were able to assess demand vs. available resource and respond to deliver the best service possible".